Experience. Health. Radio.

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Experience. Health. Radio.

Experience. Health. Radio. presented by Singola Consulting, brings together industry leaders “on air” to engage in conversations about improving the patient experience in healthcare. The show focuses on Contact Centers, EMRs/Patient Portals and Interactive Marketing. You can listen now to the current show on Experience. Health. Radio. or on-demand by clicking on one of our prior episodes below or downloading through iTunes.

If you are interested in being a guest on one of our upcoming shows, click here.


Latest show
Scheduling Optimization

We have said it before and we will say it again: standardization is tantamount to a successful access and intake centralization effort. Unfortunately, too many organizations continue to use “boutique” visit types when creating scheduling processes that create scheduling delays, complicate processes for agents in an access center, and frustrate patients who need to see a doctor. Join us this week as we discuss how to optimize your scheduling.

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Archived shows
International Access: The Yonkofa Project

Singola focuses on helping patients access and receive care, and all across the country, our clients work to remove barriers to access. But this mission takes on new challenges and complications when taken to the global arena. Enter the Yonkofa Project. Its groundbreaking work in Ghana is finding new and successful ways to expand access to healthcare for people that need it. Dr. Gabriella Nanci joins Singola to share the organization’s successes and discuss the challenges unique to working internationally.

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When Hospitals and Insurance Companies Collide, Patients Get Crushed

Everyone is a patient in today’s healthcare climate, and we all know how difficult it can be to navigate the insurance side of the industry. Getting insurance and staying covered can be hard enough, but when hospitals and insurance companies clash, we the patients end up being the ones hurt. Tune in to hear Thanos Markakis, President of US Business at Employee Benefits Solutions Group, and Singola President A.J. Melaragno talk about the options patients have.

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Access and Intake: Not Another Assessment

Singola has noticed a real shift in the Access and Intake operations landscape over the last year. We used to have to define patient and physician access as we met with new clients, and now we have healthcare executives reaching out to us to help craft their own Access and Intake strategy. This is a huge change, and Singola’s own AJ Melaragno and Fran Horner discuss what this means for healthcare, where they see the industry heading, and what you can do to keep your organization ahead of the game. You guessed it: that includes conducting an end-to-end assessment of the entire Access and Intake user journey.

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Knowledge Is Power

A contact center is only as good as its agents, and they in turn need to be empowered with the right information at exactly the right time in order to provide great customer service. Singola, together with Jason Reaves, have developed PowerBase™, a searchable, consistent, and maintained data-sharing environment that encompasses both tacit and explicit knowledge to help contact center agents provide answers to every customer question. Fran and Jason will discuss what a knowledge base can do and how it can improve performance rates across the board.

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The Art of the Possible

It’s time for healthcare to utilize technology to wow patients with better care and better experiences. Once an organization sets its customer service priorities and strategies, it’s time to think outside the box to find technological solutions that work in service of those goals. George Demou, CEO of Avtex, discusses the limitless possibilities for healthcare to deliver great care and leave patients walking away happy.

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With Telehealth, the Future Is Now

Ben Chodor, News Anchor of HealthTechTalk on iHeart Radio, joins Singola to discuss the impact of telehealth, why every organization needs a telehealth strategy, and how it will shape the future of healthcare.

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Patient Access and Intake and You

As more and more hospitals, clinics, and doctors merge and integrate into large health systems, it can become confusing for patients to know where and how to receive care. Coordinating efforts to improve patient access and intake takes serious strategy and planning across the entire enterprise. Singola is here to help.

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Year In Review III

Before we dive into the 2016 episodes, we want to take some time to reflect back at what we learned last year from our experiences around the world and what we hope to do in the new year. We are grateful to everyone that has supported Experience. Health. Radio. throughout its tenure, and hope to give you our most exciting year yet. Here’s to a great 2016!

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Population Health and the Patient Experience: A Perfect Pair

Population health has arrived on the healthcare scene, and if we’re smart, we’ll make sure it’s here to stay. Susan Marks from Amati Health will talk with Singola Consulting about why it’s smart to move towards population health, what an effective strategy looks like, and how it benefits both healthcare organizations and the patient experience.

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Investing in Your Own: The Value of Employee Development

It’s easy for companies to leave the development of their employees to the varying levels of the structural hierarchy, but that can lead to career stagnation or a feeling of being “stuck.” By focusing on employee development and learning programs, an organization can increase employee engagement, customer loyalty, and improve business results. Join Fran as she talks with Jane Shlaes Dowd, Director of Learning & Organizational Development at the College of American Pathologists about the return on investment from one’s own employees and the upsides of human capital.

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Mobile Health: Making Healthcare Safer and Easier

Mobile health is transforming healthcare faster and sooner than we expected. Join AJ as he talks with Mert Iseri, CEO and Co-Founder of SwipeSense, about the new possibilities in healthcare and why these changes are for the better.

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Is It Time to Centralize?

Mary Parlet, Senior Administrator, Operations, of Rochester Regional Health System joins Singola Consulting Co-Founder Fran Horner to discuss the merits of centralizing a contact center. She’ll walk through the items to consider before deciding to centralize and explain how centralization provides benefits across the board.

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Year in Review II

Our annual end-of-year show looks back at what we have learned from our guests and experiences with clients and partners around the world. We continue to be grateful to everyone that has supported Experience. Health. Radio. in its sophomore year. Have a happy holiday season!

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Customer Service—What Other Industries Can Teach Healthcare

Dennis Reno, the Senior Vice President of Global Support Services and Customer Success at Proofpoint, shares his customer service expertise and discusses what healthcare can learn from other industries that have made “customer service” a priority.

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Two-Way Communication: True Patient Engagement

Bill Moschella of Evariant joins us to talk about patient engagement and why two-way communication is the future of healthcare.

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Building From the Ground Up

Before a contact center recruits great agents, before it uses the best technology available, before it becomes a revenue generator for the health system, it has to be built. Listen in as AJ talks with Jason Zawodzinski from Rochester Regional Health System about the process of building one of the most technologically advanced contact centers in the country.

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Going for Greatness: Contact Center Recruiting

Nena LaLumia, President of Atlas Contact Center Staffing & IT Consulting, talks contact center recruiting and how to keep high turnover rates and poor retention rates at bay. Putting the right type of person into the chair makes a huge difference, and having compassionate, empathetic, and skilled agents translates to higher levels of customer engagement and loyalty. But how do you find the right people?

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Mobile Feedback – Real-Time Patient Surveys

Ed Shin, CEO and Co-Founder of RateMyHospital, discusses how to stop wasting money and time surveying your patients only to get information back weeks or months after they’ve been in your hospital or physicians’ offices.

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Creating a Fascinating Patient Experience

Paul Szablowski, the Senior Vice President of Communications and Image at Texas Health Resources, contends that treating patients should not be limited to prescribing medication and ordering tests. Instead, hospitals should re-examine the entire patient environment starting from the minute patients walk through the door, including lighting in the building and the type of questions that are asked. All these items are important as healthcare organizations find new and exciting ways to engage patients and shift towards value-based, holistic care.

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Contact Center Technology Trends

Donald Reichert, Vice President and Associate CIO of MetroHealth Systems, shares his perspective on choosing effective call center technology following a highly defined process and identifying the risks associated with each product being considered. He cautions not to rush through the important organizational stages of call center technology selection projects and haphazardly leap into analyzing products based only on the functionality that’s needed — or worse, start the selection process with a specific vendor already in mind.

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Ready, Set, Convergence

Join us as Carol Cline, Director, Patient Call Center Business Operations, reveals how Aurora Health Care tackled multi-site consolidation to provide a seamless, virtual contact center to enhance the patient experience. Carol shares her plan of attack that leverages the capabilities of convergence to match callers to the most appropriate agents, attain greater efficiencies, maximize self-service, and build loyalty.

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Health Information Systems Revealed

It’s always interesting to weigh in on the topic of health information technology (HIT). Some seem to love it, while others avoid working with HIT (or seem to think they hate it until they realize they need them to survive). Sharon Seeder, an HIT industry leader, sheds light on a variety of topics ranging from electronic health records (EHRs) to Big Data.

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Integrating the EHR into Your Contact Center

Join us as we explore the challenges hospitals, physician practices and health systems face to realize the benefits of integrating electronic health records (EHRs) into the contact center through workflow redesign and optimization. While EHRs were suppose to reduce errors and streamline care, our observations highlight a multitude of usability and productivity issues that cause frustration for patients, caregivers and physicians alike.

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Using Data to Drive Innovation

We often state that patients, physicians and caregivers compare their experiences in healthcare to other industries. Today we are going to hear about how the automotive industry engages and services their online customers. Join us when we have Rahman (Rock) Irvin, Senior Manager of Data Products at Cars.com. Rock will discuss how his department uses data to drive innovation in hopes to provide outstanding customer service.

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How Agent-Assisted Automation Drives Operational Profits

Dennis Adsit, Ph.D. from KomBea explains why healthcare organizations are missing the value of untapped profits associated with contact center operations despite leveraging self-service and labor arbitrage. Dr. Adsit walks through how agent-assisted automation technology can enable live agents to communicate with computer-like accuracy, security, and efficiency.

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Consolidating Patient Communication Technologies

Healthcare organizations have long been marketing and advertising to patients and referring physicians. Two-way, relevant communication is the latest trend and nearly a requirement.” The mass messages that may or may not have anything to do with the patient’s condition or his/her family’s needs is no longer accepted. So how can healthcare organizations ensure their communication is timely, relevant and delivered using the medium of choice?

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The World According to Fran

The contact center world according to Fran Horner, Partner at Singola Consulting. With more than 20 years experience in contact center operation, Fran is a recognized industry visionary who has helped organizations transform their traditional call center into a multi-channel contact center. Share her insights on some very interesting statistics that could help shape your customer service strategy.

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Optimizing After Your EMR Implementation

Healthcare organizations are promised and make promises to see changes in processes, financial savings and ultimately, improvements in the care they provide by implementing an EMR solution. The truth is, very few have actually been able to keep those promises. We’re going to explore why and learn what organizations can do to take full advantage of their EMR investment. Our guest will be Dan Exley, the Executive Director of Data Strategy and Reporting for Memorial Health in California. Dan is a recognized leader in EMR implementations and optimizations.

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Outsourcing Call Center Functionality

Patricia Reupke-Cook, System Director of Consumer Relationship Marketing at Baylor Health Care System, joins us to talk about the role of the contact center in Baylor’s overall marketing strategy and the value in integrating every consumer touch-point to acquire and retain market share.

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Year in Review

Our final show of the year will take a look back at what we have learned from our show guests and experiences with our clients and partners around the world. We are grateful to everyone who has made our first year of Experience. Health. Radio. a huge success. Have a healthy and happy holiday season.

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Impact of Mobile Health

Ben Chodor, Founder and former CEO of Happtique will be out guest discussing the importance and impact of mobile devices and applications on healthcare.

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Branding After a Merger or Acquisition

It’s official —paperwork on the merger of The Mount Sinai Medical Center and Continuum Health Partners was completed on September 30th. Much work went into this merger planning and executing the marketing and communication to the public, employees, patients and physicians. Lenny Achan, Chief Communications Officer at The Mount Sinai Medical Center will share with our audience the process that he and his teams went through and continues to go through to make this merger a success.

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Supporting Contact Center Technology

Contact center technology platforms offer more functionality than ever before, along with better integration with other applications and more deployment options. But, deploying a fully multi-channel contact center is not simply about purchasing solutions and tying them together. Vince Fulgenzi, CEO of VITEC, Inc., will answer these questions as he helps us navigate the contact center technology landscape.

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Increasing Patient Portal Membership

As healthcare organizations are increasing their focus on self-service to improve patient satisfaction and physician loyalty, patient portals are an essential component to meeting those goals. The challenge is to not only implement an integrated online patient experience, but to drive your patients to register and be an active online member. Today’s conversation will discuss proven programs that have been implemented to address these challenges.

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Creating a Contact Center Training Program

Mary Dojutrek, Patient Access Manager at Northwest Community Healthcare, is joining us to talk about how a good training program can enhance agent performance and drive patient loyalty. She will share the nuts and bolts behind training core competencies and skill sets; but, more importantly, how training also impacts employee engagement.

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Blending New and Traditional Marketing

Chip Borkowski will be this week’s guest on Experience. Health. Radio. We will be discussing how organizations across different industries integrate their traditional and new marketing initiatives while maintaining a unified message to their customers. Chip will also discuss today’s newest approach in marketing called “TransMedia.”

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Cloud-Based Contact Center Technology

Experience.Health.Radio presented by Singola Consulting will be discussing the ever-changing technology available to contact centers. Liz Osborn, Vice President of Product Management at Five9 will be our guest. Liz will discuss the functionality offered in today’s cloud-based solutions as well as some of the challenges that can be overcome during and after implementation.

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Managing Contact Center Implementations

Singola Consulting and MetroHealth Academic Health System recently partnered to assess and design their contact center. Brenda Robinson from MetroHealth will be our guest this week. She will be discussing the initial stages of managing their contact center implementation. Please join us to hear how Brenda addresses key stakeholders concerns, staffing, technology and the overall execution of such an important initiative that impacts patient satisfaction and care.

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Healthcare Contact Centers of Today

Singola Consulting launches their first episode discussing what the current contact center environment is in healthcare. We define what a “contact center” is and why organizations are scrambling to either create them or improve the ones they have. Their first guest will be Paul Spiegelman, Founder and President of The Beryl Institute. The Beryl Institute is the global community of practice and premier thought leader on improving the patient experience in healthcare.

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